Director of Customer Success

360care•Louisville, KY

1d•Remote

About The Position

The Director of Customer Success will be instrumental in enhancing customer satisfaction, retention, growth, and advocacy across a diverse portfolio of skilled nursing facilities, assisted living communities, and long-term care partners. This role acts as a strategic link between 360Care departments and client stakeholders, focusing on building robust internal and external relationships, collecting service feedback, and fostering customer advocacy. The Director of Customer Success is crucial for improving care for vulnerable populations while simultaneously driving sustainable business growth.

Requirements

Minimum of 3-5 years of experience in customer success or account management roles.
At least 3-5 years of management or leadership experience in a healthcare setting.
Proven track record in nurturing and growing customer relationships.
Strong collaboration skills with a diverse team.
Proven success establishing strong relationships with Sales and Operations.
Empathetic leadership and effective management skills.
Excellent communication and presentation skills.
Strong analytical and data-driven approach to identifying growth opportunities.
Strategic thinking with conflict resolution and problem-solving capabilities.
Legally authorized to work in the United States.
Successful completion of a background investigation and drug screen.

Nice To Haves

Bachelor’s degree in healthcare administration, Business Administration, or a related field.
Strong understanding of healthcare services and long-term care facilities.

Responsibilities

Own relationships with facility or corporate level contacts as assigned
Drive retention and expansion across assigned portfolio
Lead or support customer service meetings with a focus on outcomes, added value and process improvement
Partner with Sales and Operations on seamless handoffs and account growth
Nurture existing customer relationships to identify and capitalize on growth opportunities. Use service interactions to gather insights that inform sales strategies.
Support and assist development of scalable customer success strategy aligned to company goals
Stay abreast of industry trends and innovations in healthcare service models.
Identify and mitigate risks related to service quality.
Support and guide operations on client communication techniques
Drive accountability by influencing without authority
Develop partnerships across departments and teams
Collaborate with operations, clinical, and other teams to ensure service delivery excellence.
Identify trends in service gaps and inefficiencies
Advocate for clients internally and influence process improvements
Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
Reacts positively to change and performs other duties as assigned.